Change Management Specialist - Newcastle / Hybrid
Essential:
- Experience managing changes across multiple regions, time zones, and complex organisational structures
- Strong track record in managing ITSM processes (Change, Incident, Problem) aligned with ITIL best practices
- Governance and risk assessment expertise, including leading CAB meetings, documenting decisions, and ensuring rollback planning
- Broad technical knowledge of IT systems and infrastructure (servers, networks, cloud, hybrid) with practical experience in dependency mapping and CMDB impact analysis
- Ability to influence and communicate effectively with technical teams, executives, and non‑technical stakeholders
- Proven capability in delivering structured training and producing clear, user‑friendly documentation
- Demonstrated success in evolving the Change Management process, embedding automation, and driving ITIL maturity
- Experience supporting internal and external audits, ensuring compliance with organisational and regulatory standards
Desirable:
- ITIL 4 Foundation or higher certification
- ServiceNow Certified System Administrator (CSA) or higher
- Familiarity with the Service Desk Institute (SDI) framework
- Experience with ServiceNow Platform Analytics reporting capabilities
Duties include:
- Manage the full lifecycle of the Change Management process, ensuring alignment with ITIL best practices, strong governance, and compliance with audit standards
- Prepare, lead, and drive CAB meetings, ensuring structured governance, thorough risk evaluation, and strategic decision‑making
- Define and manage actionable KPIs within ServiceNow Platform Analytics to identify bottlenecks, uncover improvement opportunities, and drive automation initiatives
- Maintain clear documentation including processes, guidelines, and work instructions to support consistent delivery
- Develop and deliver structured training plans to drive adoption of the Change Management process
- Research and evaluate emerging ServiceNow capabilities, including automation and GenAI, preparing requirements for future enhancements
- Drive accountability across IT and business stakeholders, ensuring ownership of change records, approvals, and risk assessments
- Assess proposed changes for technical, business, security, and compliance impacts, recommending mitigation strategies to protect IT environment stability
- Maintain and communicate the Forward Schedule of Change for visibility and alignment across stakeholders
- Collaborate with the IT Asset and Configuration specialists to ensure accurate CI records in the CMDB for dependency mapping and impact analysis
- Align Change Management with Release and Deployment practices, ensuring changes integrate seamlessly into DevOps and CI/CD pipelines
